Contact Information
what One note page would you go to for locating email templates?
the helpful email templates page!
what page can I go onto to find out if the branch is open on a holiday?
the 2023 store holiday hours
how would a customer cancel auto pay on the browser?
click onto the credit card and onto pay my card which brings you to the payment center scheduled payments and click onto the one that says auto pay and the big cancel button! :D
Step 1: make sure you do step up verification because this is a high risk transaction to do with our customer. Bring up Relationship Manager
in Microsoft Edge in the meantime.
Step 2: Under the Alias ID field, enter in the customers RM number then press query.
Step 3: Once you have located the customers profile, head to the IA tab:
Step 4: Then select Questions:
Step 5: Then select reset all questions. This will prompt a temporary code including letters and numbers that you will give the customer.
Step 6: Ask the customer to re-log in and have them let you know when they reach a screen that says "Please enter a code provided to you by customer service representative". Once you give them the code and they hit enter it'll prompt them to enter in new security questions.
Step 7: If they have not set up a phone number already it'll let them know there's a new security set up and they have to enter in a new phone. If they have it set up, it'll ask to send a code to our customer.
how many different types of snails are there?
over 40,000!
who would I email if I had a customer who stated the Pri had deceased and they sent the paper work over 5 times but it still does not reflect?
Probate!
what is the over the limit error?
this is an error that can happen with any status that is no longer on the acct but the acct is still declining due to it :)
How does someone set up auto pay via the app?
click the credit card pay my card and auto pay!!
what do we do if customer can not get the security code?
go to IA select manage phones and delete! when cx logs back in it will ask the cx what number they want to have!
what are located in a snails mouth?
teeth!
who would I email about a Promotion question?
ask rmi!
how would we fix an over the limit error?
add and remove a card watch! customer service card watch :)
how can you view your payment history?
just click on the history tab in the payment center!!
what does FI disabled mean and what should we do if we see it?
Step 3: If you notice under the Signon ID Status that it says fi disabled, do not tell the customer to alarm them, check the notes in Rm and on ovation//TS2 to see if there are any notes from our fraud department. If there are notes we would need to talk to our fraud department via warm transfer. If there are no notes follow to step 4.
Step 4: Once you have verified there are no fraud notes follow the steps in cc webb page, Reactivate Online Profile, pathway. You will need to read a disclosure, so please make ensure you are following the cc webb page:
when do snails get their shells?
they are born with them!
who would I email to move a credit from an old card to a new card?
the Pymtrevcc dept!
what is a VCAS block?
it is a block placed by visa that only fraud can remove and we may not even see the decline because it can get declined by visa before even coming to us!
what tab can I go to see the communications we sent to alert people their recurring transfers were being canceled
notifications being sent to our customers!
can we cancel a pending transfer?
what do snails do about their shells when they grow?
nothing! the shell grows with them!
what template would I use to send a coaching for one of our agents?
the coaching template!
what page can we go on to locate payment center errors and how to fix them?
the payment center errors page!
if you don't have our app/CC how can you see what the customer is seeing?
the new payment process screen shots!
what statement accessibility options do we have?
audio, contracted braille e text large print accessible PDF uncontracted braille
where do snails go in the winter?
they hibernate!